Alan Díaz

Business Support & Supplier Enablement Manager at VIVO CONSULTING
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Contact Information
us****@****om
(386) 825-5501
Location
GT
Languages
  • English Full professional proficiency
  • Spanish Native or bilingual proficiency

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Credentials

  • Diplomate in Professional Photography
    La Fototeca
    Nov, 2016
    - Oct, 2024
  • Certified ScrumMaster
    Scrum Alliance
    Jul, 2018
    - Oct, 2024

Experience

  • VIVO CONSULTING
    • Guatemala
    • Professional Services
    • 1 - 100 Employee
    • Business Support & Supplier Enablement Manager
      • Apr 2017 - Present

      Soy responsable de la planificación, organización, dirección y control del departamento de soporte y asesoría. Desarrollar estrategias, elaborar programas, servicios y proyectos velando por la satisfacción del cliente a través del cumplimento de métricas en los diferentes niveles de servicio, crear un entorno productivo para la mejora continua facilitando recursos y eliminando los obstáculos del equipo. Generar indicadores que permitan medir y asegurar la rentabilidad del área. - Trazar y dirigir el camino hacia donde los esfuerzos del equipo, las herramientas y las estrategias deberán ir enfocados. - Mantener relaciones sólidas y duraderas con clientes rentables generando valor a largo plazo a través del cumplimiento de expectativas y desarrollo de iniciativas. - Asegurar un entorno productivo y una cultura de trabajo orientada al servicio al cliente, el cumplimiento de metas, la resolución de problemas y una gestión de excelencia. - Establecer metas claras para el equipo, acompañar, ajustar y verificar el progreso para el cumplimiento de éstas de forma oportuna. - Facilitar recursos y eliminar obstáculos que permitan al equipo desempeñarse de forma óptima. - Generar indicadores que permitan medir, asegurar e incrementar la rentabilidad del área.

  • Xerox
    • United States
    • Business Consulting and Services
    • 700 & Above Employee
    • Account Operations Manager
      • Feb 2016 - Mar 2017

      • Focal point for service level agreement management, key performance indicators, reporting, and problem resolution• Manage effective communications, relationship building & networking• Provide innovative ideas to help client achieve their business goals• Understand client’s industry, business and their critical business drivers• Develop and conduct client business reviews & support overall client communication plan in partnership with sales• Owns delivery of multiple services through operational teams• Deliver operational excellence – assess and optimize customer’s print technology and business processes driving innovation, continuous & demonstrable improvement of productivity, & cost effectiveness• Manage/deploy more complex client services contracts and statements of work/service level agreements delivering contracted scope• Manage cross-organizationally; effective communications (internally & externally)• Effective, efficient resolution of client problems/issues, leveraging internal/external resources• Understand & leverage Xerox print technology and solutions• Ensures resources, capabilities, and capacity to meet both existing and new business demand• Deploy communications to teams and gather feedback for on-going improvement• Accountable for achievement of financial plan; Identify opportunities to improve gross profit through cost management and post-sale revenue growth• Provides support to new business opportunities and supports the transition and implementation of new business• Manage contract(s) to meet revenue and cost projections• Generate demand for same account revenue growth & cost management opportunities• Analyze workflow to ensure efficient and cost effective operations. Develop / implement process improvements• Provide accurate and timely customer billing/inspection• Maximize account retention• Meet all monthly reporting requirements and manage internal control processes

    • Virtual Sales Adminstrator
      • Nov 2013 - Jan 2016

      • Responsible to track all Exelon Corporation orders on a daily basis by monitoring delivery, removal and trade activities of Xerox and Non-Xerox equipment.• Effective follow up of the physical and financial installation of all Xerox equipment in Exelon Corporation operations.• Owner of the Exelon’s Master Tracker used by upper management and Xerox “docucare” associates for the proper tracking of all Exelon activities. • Monitor the usage of all four Exelon’s outage pools: East side pool, West side pool, NMP/Ginna pool and Calvert Cliffs pool. • Coordinate the movement of Xerox devices between sites and outage devices pools through “Via Xerox” according to Exelon’s requirements. • Identify ways to improve processes and provide meaningful solutions for Exelon’s activities.• Serve as an intermediary between the direct sales department and the administrative side of it to enhance client satisfaction. • Utilization of Xerox tools, such as Valuequix, IMP1, XSM, Webspy, various forms, etc. for the proper order placement. • Proper documentation of all Exelon’s processes, tools and important information that is used in Exelon’s activities. • Lead the “Pre-OTI” conference calls on a weekly basis for the West and East side of USA for Exelon Corporation. • Guide the effective acquisition of new knowledge through training sessions to all the new members of the VSA team. • Provide support to new VSAs regarding tools knowledge, acting as a secondary source of information.

  • TELUS International
    • Canada
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Senior Operations Team Manager
      • Mar 2009 - Oct 2013

      • Communicate and manage agents’ metrics, schedule adherence, quality results and schedule. • Monitor real time incoming call behaviour and develop actions plans to meet KPIs. • Perform call backs to clients when required and take ownership of the escalation • Ensure each agent has a personal career plan as well as action plan oriented to improving individual areas of opportunity • Serve as liaison between the agents and company management. • Ensure timely, clear and accurate communications of company initiatives, goals and objectives. • Enforce policies, procedures, and the company’s vision on a daily basis. • Provide support to agents regarding product knowledge, acting as a secondary source of information and guiding and supervising the effective acquisition of new knowledge. • Prepare and submit performance/metric reports as assigned by direct supervisor • Identify and follow up on agents’ payroll issues • Provide best effort and cooperative spirit on special projects outside regular account responsibilities in order to help increase engagement and morale

  • IGA
    • English Teacher
      • Apr 2007 - Dec 2010

      • Ensure effective learning with different techniques to ensure all types of learners acquire the ability to write, read, and communicate in the English language. • Ensure effective learning with different techniques to ensure all types of learners acquire the ability to write, read, and communicate in the English language.

  • FSV Payment Systems
    • United States
    • Financial Services
    • 1 - 100 Employee
    • Customer Service Representative
      • Apr 2009 - May 2009

      • Analyze the debits and credits a client has in their card and provide accurate information about their balance • Activate cards for new clients and explain how the debit card works. • Secure the access to financial information of the clients. • Analyze the debits and credits a client has in their card and provide accurate information about their balance • Activate cards for new clients and explain how the debit card works. • Secure the access to financial information of the clients.

  • parago
    • United States
    • Advertising Services
    • 1 - 100 Employee
    • Customer Service Representative
      • May 2008 - Apr 2009

      • Provide necessary information to complete the rebate process and give timeframes for rebates to be delivered. • Send emails to the clients to confirm that paperwork has been received and instruct what the next steps were. • Send an hourly report of our productive state • Follow up on attendance and adherence • Provide necessary information to complete the rebate process and give timeframes for rebates to be delivered. • Send emails to the clients to confirm that paperwork has been received and instruct what the next steps were. • Send an hourly report of our productive state • Follow up on attendance and adherence

  • Green Dot Corporation
    • United States
    • Financial Services
    • 700 & Above Employee
    • Customer Service Representative
      • Mar 2007 - Apr 2008

      • Create revenue to the company by providing a premium package to the clients. • Provide transaction information and detect errors in the clients’ account. • Assist on any inquiry the clients may have with their prepaid cards. • Assist the supervisor as a team leader with coaching to the rest of the team, detect errors and provide examples on how to fix them t provide a better customer service. • Create revenue to the company by providing a premium package to the clients. • Provide transaction information and detect errors in the clients’ account. • Assist on any inquiry the clients may have with their prepaid cards. • Assist the supervisor as a team leader with coaching to the rest of the team, detect errors and provide examples on how to fix them t provide a better customer service.

  • TracFone Wireless, Inc.
    • United States
    • Telecommunications
    • 500 - 600 Employee
    • Customer Service Representative
      • Jul 2006 - Dec 2006

      • Provide information to the users of prepaid phones on how to use them • Troubleshoot the cell phones • Activate new phones • Provide information to the users of prepaid phones on how to use them • Troubleshoot the cell phones • Activate new phones

  • Clariant
    • Switzerland
    • Chemical Manufacturing
    • 700 & Above Employee
    • Supervised practice as a graduation requirement
      • Sep 2004 - Nov 2004

      • Prepare the necessary paperwork to deliver the product to its final destination and ensure the incoming items are stored in the proper facility. • Follow up with the deliveries and ensure client satisfaction • Prepare the necessary paperwork to deliver the product to its final destination and ensure the incoming items are stored in the proper facility. • Follow up with the deliveries and ensure client satisfaction

  • Periódico Prensa Libre
    • Guatemala
    • Newspaper Publishing
    • 200 - 300 Employee
    • Correspondent - Aula 2.0
      • Jan 2003 - Oct 2004

      • Document all the activities in the school and promote them outside of it. • Take pictures and send them to the diary for them to be published in a teenager magazine. • Document all the activities in the school and promote them outside of it. • Take pictures and send them to the diary for them to be published in a teenager magazine.

Education

  • Universidad Francisco Marroquín
    Entrepreneurial Bootcamper, Entrepreneurship/Entrepreneurial Studies
    2020 - 2020
  • Universidad del Istmo
    Master of Business Administration (M.B.A.), Business Administration and Management, General
    2017 - 2019
  • Universidad Rafael Landívar
    Bachelor in Business Administration, Administration, Economics, Finances
    2007 - 2011
  • Universidad Francisco Marroquín
    Bachelor in Business Administration, Business Administration and Management, General
    2005 - 2006
  • Macdermont School
    Perito en Administración, Business Administration and Management, General
    1990 - 2004

Community

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